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Customer Relationship Management: Strategic Methods to Manage Relationships
Today, software tools are used to manage the "mechanics" of customer relationship. However, you cannot rely on software to manage your relationships with customers. This is the human interaction which must take place. Acquiring the right customers in the first place and then discovering their ever-changing needs goes far beyond interacting with a screen. Successful organizations, spend time talking with cus..
Customer Service for High-Impact Teams
In this program, we will review a range of topics, including an exploration of the current customer service landscape. We will provide information and insights regarding the key trends and challenges surrounding customer service and give examples of exceptional customer service. We will also touch on strategies to improve the performance of customer service teams. Throughout the workshop, we will emphasize ..
Dealing with Conflict
Conflict should not be avoided. In fact, discussing ideas that differ among team members is the only way to get all the ideas out and examined. Passionate debate is to be encouraged. Managing the discussion is the challenge for the moderator. Arguing your point of view is NOT attacking those with a different point of view personally. The ultimate intent is to resolve the conflict by coming to a consensus. C..
Dealing with Imposter Syndrome
On this webinar you will:Understand what impostor syndrome is and how it can hold you backIdentify your type of impostor syndrome personalityLearn the 5 key principles to work through the mental and emotional blocks holding you backBe introduced to my holistic approach to managing and overcoming feelings triggered by impostor syndromeStart to learn how to build the resilience and strength to deal with uncer..
Dealing with Underperforming Directors
One of the biggest tests of the unity and collective efficacy of a board is when a fellow director is underperforming. That underperformance can manifest itself in many ways, but it inevitably has a negative impact on the wider board, the bad apple syndrome. The challenge of an underperforming director needs to be handled firmly, quickly, and sensitively as it can escalate into a wider conflict issue. This ..
Diversity and Inclusion Strategy: A Necessary Workplace Survival Tactic
What do we mean when we think about – Diversity? Inclusion? Is it referring only to race, disability, and gender? Diversity and inclusion strategies have expanded to include the differences among us in the way we do our work, how we think, as well as where we work in the organization. This webinar will discuss the forms diversity and inclusion take within our workplaces, and how that translates into the cri..
Do not Hire Independent Contractors, Especially Now!
During this 60-minute program, will be discussing what an independent contractor is under the law, the differences between an independent contractor and an employee as defined by the DOL and IRS, what companies should have in place to support a company/independent contractor model? the government initiatives in place to address worker classification, why hiring independent contractors is so risky (especiall..
Documenting Employee Problems: Effective and Defensible Documentation
You’ve heard the statement, “If it’s not written down, it didn’t happen.” The human resources mantra to managers and supervisors is to "document, document, document," because disciplinary actions can often give rise to claims of discrimination, leading to high costs of litigation. But do your managers and supervisor know how, when, and what to document? Although it may seem like a headache to write a report..
Do’s and Don’ts of Documenting Employee Behavior, Performance, and Discipline
The absence of solid documentation is the single most common mistake employers make when handling employee performance, behavior, and discipline issues. Not properly documenting, or not documenting at all, can hurt employers and employees in several ways. Documentation can make or break a manager’s ability to discipline, terminate, fairly promote, reward, and recognize employees. Additionally, solid documen..
Dress and Appearance Code: Rights, Responsibilities, and Potential Liabilities for 2022
From the style and length of one’s hair, to the number and location of visible tattoos, to recognizing gender non-conformity style, to creating a summer dress code, employers are facing an increased need to determine their organization’s culture and policies, as well as following federal and state laws. How does an organization balance employees’ rights to express themselves with the organization’s ri..
Dress Codes for the Modern Workplace
Since employees typically are the first contact made with a company it is often necessary to control that image projected. In the past, employers used dress and appearance policies to help employees work comfortably and safely while still projecting a professional image to clients, customers and future employees. Over the years employers have also used dress and appearance policies to help create an employm..
Driving Down Turnover Through Effective Employee Engagement
Employee engagement programs have grown in popularity. One reason they are so popular is as a strategy to drive down the turnover of average workers and superstar performers. This webinar will describe the components of an employee engagement program, how to make the business case for such programs, and how to use an employee engagement program as a deliberate and systematic way to drive down avoidable turn..
EEOC Report: Workplace Discrimination and Harassment Prevention Not Working - Workplaces Fail To Implement Systemic Changes
You have been in Human Resources or management for years. Your plate is full - too much to do and to know in your increasingly stressful job. You are expected to stay current in discrimination and harassment case law for all the federal and state-protected classes. Are you current? It seems like an unending responsibility. You remember hearing something in the news about a change in the pregnancy law, but c..
Electronic Recordkeeping for HR Professionals
Maintaining employment records in an electronic format provides employers with the convenience of eliminating the need to provide physical storage space and is cost-effective. While the storage of electronic personnel files is legal, employers must be aware of key legislation governing HR Records. Areas Covered How to set up an electronic filing system for your HR Records?Key HR Record Reten..
Emojis, AI, Algorithms, Vulnerable Workers and Systemic Harassment – YIKES! Are You Ready to Apply the New Proposed EEOC Guidelines and Court Rulings?
A court in Louisiana found a winking smiley face coupled with a narrative about a colleague’s good looks, to be flirtatious and offensive. But was it illegal? Saying the N-word one time may be severe enough for the case to go to court or can it?You are used to knowing about the typical issues around harassment so what in the world is going on now!? What is it with emojis, and AI? You have been in Human Reso..